ASOS complaint letter: refunds, faulty goods and delivery

Use this page to prepare a clear, firm complaint to ASOS. The aim is to summarise what happened, what you want them to do, and the evidence that supports your position.

What this letter should achieve

• State the problem with dates and order/reference numbers.
• Explain the impact (financial loss, inconvenience, time spent, or missed event).
• Request a specific remedy (refund, confirmation of return, replacement, compensation, or account correction).
• Set a clear deadline for response and next steps if unresolved.

Common issues people complain about (Retail)

Typical themes include: Faulty item, Refund / return, Missing refund, Delivery issue, Account problem. Keep your letter focused on the main issue and avoid adding unrelated grievances.

What to include

Evidence: Order number, receipts, return confirmation, tracking details, photos (fault/damage), and correspondence.

• Key dates in order (purchase date, delivery date, return date, refund promised).
• Any tracking references or courier confirmation.
• What you have already tried (online chat, email, social media contact) and the outcome.

What to ask for

• Be specific: the amount to be refunded or the action required.
• If a refund is overdue, state when the return was received and when payment was expected.
• If your losses are quantifiable (e.g. postage paid, replacement purchase), itemise them briefly.
• If you want written confirmation or assurance about your account, state this clearly.

Your rights under UK consumer law

In the UK, purchases are generally covered by the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described.

• If an item is faulty within 30 days of purchase, you may have a short-term right to reject it and request a full refund.
• After 30 days, the retailer may offer repair or replacement first.
• Where goods are purchased online, you may also have cancellation rights under the Consumer Contracts Regulations, usually allowing return within 14 days of receipt (subject to exclusions).

Referring calmly to your statutory rights can strengthen your position.

Escalation and timeframes

Expected wait: Allow a reasonable time for ASOS to review the issue, especially where returns must be processed or investigated.

Escalation route: The retailer’s complaints process; some cases may be suitable for ADR or card/chargeback routes. If you reach deadlock or do not receive a meaningful response, you can consider escalation via the appropriate dispute route or your payment provider.

Practical tips

• Keep it factual and polite; avoid speculation or emotional language.
• Use short paragraphs and bullet points for clarity.
• Retain proof of posting, courier scans, and confirmation emails.
• Save copies of everything you send and receive.